From silent discontent to digital outrage: negotiating social norms in the Buenos Aires subway

Abstract

Urban public transport systems, particularly subways, are spaces where formal regulations and informal norms shape social interactions. This study analyzes spontaneous messages posted on X (formerly Twitter) regarding norm violations and coexistence issues in the Buenos Aires subway (2017–2022). Using a mixed-methods approach, we applied structural topic modeling and qualitative content analysis to identify key themes in 12,334 tweets. Findings reveal that while passengers experience frequent frustration over norm violations, including fare evasion, pushing, and rule enforcement inconsistencies, direct confrontation is rare but violent. Instead, passengers rely on nonverbal regulation strategies, while social media serves as an outlet for grievances that remain unspoken in real-time interactions. Our analysis also shows a fundamental tension in norm enforcement: passengers oscillate between prescriptive expectations and pragmatic adaptations to transit constraints, fostering double standards and social demoralization. This study contributes to research on urban mobility and norm compliance by demonstrating how social media provides valuable insights into everyday transit experiences.